IT Help Desk

We are seeking a dedicated and technically proficient IT Help Desk to provide essential first-level technical support to our employees. This role is the frontline of our IT operations, responsible for diagnosing and resolving user issues related to hardware, software, networking, and cloud services. The ideal candidate has a strong customer service focus and a solid foundation in IT fundamentals, ensuring our team can work efficiently and seamlessly.

Key Responsibilities

• First-Level Technical Support: Provide timely and effective initial support for end-users via the ticketing system, email, or direct request concerning hardware, software, printer, and network issues.
• Troubleshooting & Resolution: Diagnose and resolve common technical issues related to:
• Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.).
• Device compliance and policy enforcement via Microsoft Intune.
• Azure AD login/access and Multi-Factor Authentication (MFA) issues.
• VPN connectivity and basic FortiClient support.
• VoIP systems (addressing basic call flow issues or device setup).
• User Lifecycle Management: Assist in the onboarding and offboarding of employees, including email setup, device configuration, and Microsoft 365 license assignment.
• Incident Management & Documentation: Monitor, accurately document, and track all incidents, service requests, and their resolutions in the helpdesk system.
• Escalation and Coordination: Coordinate effectively with the main IT Consultant for the escalation of complex infrastructure or security-related concerns.
• Asset Management: Maintain accurate asset logs for all company devices, including laptops, peripherals, and network devices.
• User Training: Provide basic training and guidance to end-users on common applications and IT best practices.

Skills and Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: At least one (1) year of dedicated experience in an IT helpdesk, technical support, or related IT support role.
• Communication Skills: Excellent English communication skills (written and spoken), with the ability to clearly explain technical issues and solutions to non-technical users in a professional and patient manner.
• Cloud & Identity Management: Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) account and application support. Proficiency in Azure Active Directory account management (user creation, password resets, access control).
• Operating Systems: Proven familiarity with troubleshooting both Windows and macOS operating systems.
• Networking & Connectivity: Basic knowledge of networking concepts (LAN/WAN, IP addressing, Wi-Fi troubleshooting) and experience supporting remote access technologies (VPN).
• Hardware: Hands-on experience with hardware setup, diagnostics, and minor repair for PCs, laptops, printers, and peripherals.
• Soft Skills: Strong problem-solving abilities, excellent communication skills, and a commitment to high-quality customer service.

Work Setup

• Onsite (I.T. Park, Cebu City)
• Graveyard Shift

Why Join Us?

You will be a critical part of a team dedicated to maintaining a high standard of operational efficiency. This role offers direct exposure to modern cloud technologies, including Microsoft 365 and Azure AD/Intune, providing a solid platform to advance your IT career. We value proactive problem-solvers and offer opportunities for specialized training and professional growth.

Job Types: Full-time, Permanent

Pay: Php20, Php25,000.00 per month

Benefits:

• Health insurance
• Staff meals provided

Ability to commute/relocate:

• Cebu City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How soon can you start?
• Do you have an experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) account and application support?
• Do you have basic knowledge of networking concepts (LAN/WAN, IP addressing, Wi-Fi troubleshooting)?
• Do you have hands-on experience with hardware setup, diagnostics, and repair (PCs, laptops, printers, peripherals)?
• Do you have knowledge of basic cybersecurity practices and endpoint protection tools?
• How proficient or familiar are you with Microsoft Intune?
• How proficient or familiar are you with Azure Active Directory account management (user creation, password resets, group assignments, access permissions)?

Experience:

• IT help desk: 1 year (Preferred)

Language:

• English (Required)

Location:

• Cebu City (Preferred)

Work Location: In person